Customer Success Manager, Commercial

About the Role: 

As a Customer Success Manager, Commercial, you will report to the Manager, Customer Success Commercial and be the face of Motive to our customers.  The CSM ensures that the customer achieves the agreed on value as promised during the sale. You are accountable to the customer through their entire lifecycle. You will collaborate with the Onboarding Project Manager through the rollout, and steer qualified leads to expand Motive’s revenue.

What You’ll Do: 

• Own onboarding, adoption, training and development of best practices
• Maintain high levels of customer satisfaction and nurture client health
• Assist in troubleshooting and solving Tier 2 product support issues
• Handle large volume of email, chat, and phone conversations
• Own a book of business within existing customers for expansion and renewals
• Work with sales team to ensure a seamless handoff

What We’re Looking For: 

• 2+ years prior experience in a customer facing role
• Logistics experience a big plus
• 1+ years prior experience as a CSM or equivalent (owning a renewal target)
• Sales experience a plus
• Ability to build and maintain relationships with clients and their key personnel
• Receptive to feedback, willingness to learn and embrace continuous improvement